Web Dashboard

The ClearFeed WebApp is your central command center for managing support requests, tickets, and team workflows. Navigate to the Inbox from the left sidebar to view, filter, organize, and respond to requests across all your collections.

Navigating the Inbox

You can manage requests in two primary ways:

• Collections: A Collection groups requests based on their source, such as Slack channels, DMs, or email. This is your go-to space for organizing and accessing tickets by origin. You can also add new channels or collections. Learn more here.

• Views: Views are saved combinations of filters that help you quickly access specific subsets of requests—ideal for managing different aspects of your support workflows. Learn more here.

Actions Available in Views and Collections

The following actions help you organize, manage, and take action on requests across both Collections and Views:

• Filter Request

• Customize Display

• Bulk Edit

• Search

• See Request Details

• Download Requests

Filter Requests

Filters let you zero in on specific requests using parameters like status, assignee, SLA breach, and more.

Common filters include:

• Status, Assignee, SLA Breach Status, Time Duration, and Custom Fields

• Created/Updated/Resolution Date: Filter requests by when they were created or last updated or resolved. Options include:

  • Last 7/30/90/180 days

  • Older than 7/30/90/180 days

  • All Time

  • Absolute - Custom date range

• Requests with Tickets: Shows only requests that have associated tickets.

• Involves: View requests involving team members (e.g., creators, repliers, or mentioned users).

• Mentions: See requests where specific users are tagged in the conversation.

• Author (Slack App DMs only): Filter requests based on the message author.

To apply filters:

• Click Add Filter to open the filter dropdown.

• Choose a field (e.g., Priority, Collection, Status) from the dropdown.

• Select values you want to include/exclude and click Apply.

• Combine multiple filters for precise results.

• Remove filters by clicking the ❌ icon on any filter tag.

Customize Display

Tailor how requests are displayed using layout options, grouping, column controls, sorting, and pagination—so you can work the way that suits your workflow best.

Layout Modes

You can switch between two display modes at the top of the Inbox:

• List View: A table layout ideal for quickly scanning request details and performing bulk actions

• Kanban View: A visual board for managing requests via drag-and-drop interaction

List View

The List View is ideal for users who need a detailed, spreadsheet-like interface for managing large volumes of requests.

Key Features:

• Display requests in a sortable, customizable table

• Quickly scan key fields like Status, Assignee, Priority, SLA, and Dates

• Apply filters, perform bulk edits, and group requests for better visibility

• Customize which fields appear using the Configure Columns icon

• Group requests using the Group button (by Assignee or Status)

Pagination in List View:

• Navigate through pages using controls at the bottom of the table

• Choose how many requests to show per page: 10 / 20 / 50 / 100

• Bulk edits only apply to requests shown on the current page

Sorting in List View:

• Sort by any column (e.g., Created Date, Updated Date, Resolution Date, or custom date fields)

• Click a column header to sort; click again to toggle between ascending and descending

• Sorting works independently of filters and pagination

Kanban View

The Kanban View provides a visual, board-style interface for request triaging and tracking.

Key Features:

• Drag and drop requests across columns to update their Status or Assignee

• Use inline icons on each card to quickly change Priority, Assignee, or Status

• Group and sub-group requests using:

  • Group By: Status or Assignee

  • Sub-Group By: None, Status, or Assignee

Pagination in Kanban View:

• Each column has independent pagination

• More requests load automatically when you scroll to the bottom of a column

Sorting in Kanban View:

• Requests in each column are sorted by Created Date (most recent first) by default

• You can sort by other date fields like Updated Date, Resolution Time, or any custom date field

• Toggle between ascending and descending order from the sort menu

Bulk Edit Requests

Bulk edit lets you modify multiple requests simultaneously, saving time on routine updates.

How to Bulk Edit:

• Use the checkboxes on the left side of the list to select one or more requests.

• Choose whether to Mark as Solved or Edit Properties like Assignee, Status, or Priority.

• If marking as solved, click Confirm on the pop-up to apply the change.

• If editing properties, select the field and value you want to apply to all selected requests, then click Submit.

Search Requests

Quickly locate a request using the ClearFeed ID (CF-ID).

• Access the search bar on the dashboard.

• Use Ctrl + K (or Cmd + K on Mac) as a shortcut.

• CF-IDs can be found in Slack threads or within the web app.

Request Details Drawer

Clicking on a request opens the details drawer, where you can:

• Respond to customers with public replies and continue the conversation.

• Modify request properties including assignee, priority, and status.

• Edit the request title by clicking on it

• Tag Slack users on replies by adding @ and typing out their Slack handles. These users will be notified on Slack if tagged in replies.

• Classify interactions as Not a Request to exclude them from tracking and reporting. Click here to learn more

• View Virtual agent/Agent Assistant responses to get better context of the issue.

• Share internal comments visible only to your team (similar to using the 🔓 emoji in triage channels)

• Send attachments in public or private replies using either:

  • Clip Icon Method: Click the clip icon in the thread to attach files

  • Slash Command Method: Type "/" in the Reply Editor, then select "Attachments" from the popup menu using arrow keys or mouse click

• Delete internal comments by hovering over the comment and clicking on the three dots to view the Delete option.

• Access Activity Logs that track activities including:

  • Customer CSAT submissions

  • Blocker status changes

  • Request classification updates

Download Requests

There are two ways to export request data:

1. From the Dashboard (Views or Collections):

   • Click the Download button in the top-right corner.

   • Export includes only data based on active filters.

     
2. From Collection Settings:

   • Go to Additional Settings > Download.

   • Specify a date range before downloading.

     

FAQs

1. What are the limitations on attachments when uploading through the ClearFeed web app? Answer: Number of Attachments: You can upload up to 10 attachments in a single message. Maximum File Size: Each file can be up to 100MB in size. Unsupported File Types: Certain file types are not supported. You can find a list of restricted file types in this article.

2. How are messages with attachments handled in the ClearFeed web app? Answer: When you send a message with attachments, two separate messages will be sent:

   1. The first message contains the actual text or content of your message.

   2. The second message includes the attachments.

3. Does the web dashboard have a Dark Mode? How can we enable Dark Mode on the ClearFeed web app? Answer: Yes, ClearFeed's Web Dashboard has a dark mode. You can toggle it by hovering your profile icon at the bottom left of the screen.